Customer Success Manager
This Digital Customer Success Manager role combines Customer Success, digital marketing and analytics, giving you ownership of customer engagement programmes that drive adoption, retention and growth across a portfolio of SaaS customers. You'll use data, content and automation to deliver customer value at scale while working closely with Product, Marketing and Customer Success teams in a fast-growing software business.
Client Details
Our client is a global software business that provides technology solutions to retailers, helping them improve store operations, internal communications, task management, and frontline execution. Their platform is used by retail organisations across multiple international markets to drive consistency, productivity, and performance across store networks.
Despite being part of a larger international organisation, the team behind this product retains a collaborative, entrepreneurial culture with genuine startup energy. The successful candidate will join a close-knit Customer Success team and work closely with Product and Marketing leaders, gaining exposure to customers across the UK, Europe, North America and Australia.
Description
Develop and execute digital customer engagement campaigns that drive product adoption, retention and customer value across a portfolio of SaaS customers.
Create compelling customer communications, webinars, videos and self-service content to support engagement at scale.
Analyse customer usage data, engagement trends and feedback to identify opportunities, mitigate risk and improve customer outcomes.
Monitor customer health and proactively implement initiatives to increase adoption and reduce churn risk.
Leverage Customer Success and CRM platforms to automate customer journeys and deliver personalised experiences at scale.
Collaborate with Customer Success, Product, Marketing and Support teams to deliver a seamless and consistent customer experience.
Measure the success of digital initiatives, continuously optimising campaigns and programmes to drive engagement and retention.
Support revenue retention and growth objectives through proactive customer lifecycle management and engagement strategies.
Profile
2+ years' experience in Customer Success, Customer Marketing, Account Management or a similar customer-facing role within a SaaS or technology business.
A digitally savvy professional who enjoys combining customer engagement, content creation and data analysis to drive customer outcomes.
Strong written communication skills, with the ability to create engaging emails, webinars, videos and customer-facing content.
Commercially aware, with a passion for helping customers maximise value while contributing to retention and growth objectives.
Comfortable using CRM and Customer Success platforms such as Salesforce, HubSpot, Gainsight, Planhat or similar tools.
Analytical and data-driven, with the ability to interpret customer usage trends and turn insights into actionable engagement strategies.
Proactive, organised and self-motivated, capable of managing multiple priorities within a fast-paced, collaborative environment.
Experience with digital customer engagement programmes, lifecycle campaigns or customer communities would be advantageous, as would French language skills.
Job Offer
The opportunity to take ownership of digital customer success initiatives and make a measurable impact on customer engagement, retention and growth.
Exposure to a broad range of disciplines including Customer Success, digital marketing, customer lifecycle management and data analytics.
The chance to work closely with Customer Success, Product and Marketing leaders in a highly collaborative environment.
A supportive team culture that combines the energy and agility of a growing business with the stability of an established international software organisation.
International exposure, working with customers across the UK, Europe, North America and Australia.
Hybrid working, minimal travel requirements and strong opportunities for professional development within a growing SaaS business.